Contact Center Supervisor

Datamark, Inc; El Paso (TX); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance (Basic, Voluntary)

Paid Time Off

Short Term & Long Term Disability

Training & Development

Wellness Resources

Job summary

DATAMARK, Inc. is seeking a dedicated Contact Center Supervisor to lead our customer service team and ensure SLA targets are met.

You will supervise agents, monitor performance, coach staff, and resolve escalated issues to maintain high service standards. Working with other departments, you will drive process improvements, share best practices, and help deliver exceptional experiences to customers on a daily basis.

Qualifications

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum of 2 years experience in a contact center environment.
• At least 1 year of supervisory or team lead experience.
• Open availability.
• Must pass a thorough background check.
• Strong communication and interpersonal skills.
• Excellent leadership and coaching abilities.
• Familiarity with contact center metrics and performance indicators.
• Ability to handle escalated customer issues calmly and professionally.
• Proficient in Microsoft Office and contact center software.

Responsibilities

• Supervise contact center agents and monitor performance against SLAs.
• Provide coaching and feedback to agents.
• Handle escalated customer issues professionally.
• Foster a positive work environment.
• Collaborate with other departments to improve processes.

Skills

Communication skills

Interpersonal skills

Leadership

Coaching

Escalation handling

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Contact center software

Job description

DATAMARK, Inc. is looking for a dedicated Contact Center Supervisor to lead our team in delivering exceptional customer service. This role involves supervising contact center agents, monitoring performance, and ensuring that service level agreements are met. The Contact Center Supervisor will work closely with agents to provide coaching, handle escalated issues, and foster a positive work environment.

As part of a dynamic organization, the supervisor will contribute to continuous process improvements and collaborate with various departments to achieve operational excellence and customer satisfaction.

• High school diploma or equivalent; bachelor's degree preferred
• Minimum of 2 years experience in a contact center environment
• At least 1 year of supervisory or team lead experience
• Open availability
• Must pass a thorough background check
• Strong communication and interpersonal skills
• Excellent leadership and coaching abilities
• Familiarity with contact center metrics and performance indicators
• Ability to handle escalated customer issues calmly and professionally
• Proficient in Microsoft Office and contact center software

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $45,000.00 annual